Why do so many organisations misunderstand their customer journey?

The modern customer journey is anything but linear. It features a labyrinth of choices that customers carefully navigate as they begin, pause, change, and complete their buyer journeys. Search engines, referrals, vendor websites, and social media are all reviewed for insights into products and services. However, according to a recent Harvard Business Review, peer recommendations and referrals are influencing an estimated 90 percent of B2B customers. With this statistic in mind, why do so many organisations misunderstand the customer journey?

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